We are seeking a highly skilled and motivated Salesforce Product Manager with expertise in Salesforce to join our team. In this role, you will be responsible for leading the development and enhancement of products and solutions that optimize the customer experience within contact centers. You will work closely with cross-functional teams including engineering, sales, marketing, and customer support to deliver integrated Salesforce-based solutions that meet customer needs, streamline workflows, and improve operational efficiency.
Responsibilities
1.Product Strategy & Roadmap Development
- Define and drive the product strategy and roadmap for Salesforce-based solutions within contact centers.
- Analyze market trends, customer feedback, and competitor offerings to identify new opportunities for innovation and product enhancements.
- Develop clear, actionable product roadmaps and prioritize features based on business goals, customer needs, and technical feasibility.
2.Salesforce Expertise
- Leverage deep knowledge of Salesforce Service Cloud, Salesforce Sales Cloud, Salesforce Omni-Channel, Salesforce CTI Integration, and related tools to define product requirements and capabilities for contact center environments.
- Ensure that Salesforce features (like case management, knowledge base, live agent chat, and AI-powered service tools) are effectively implemented to enhance customer service operations.
3.Cross-Functional Collaboration
- Work closely with engineering, UX/UI design, quality assurance, and data teams to ensure that products are built to spec, meet deadlines, and provide an excellent user experience.
- Partner with sales and marketing teams to define go-to-market strategies, positioning, and messaging for new product features and releases.
- Collaborate with customer support and customer success teams to identify pain points, gather feedback, and ensure that solutions are meeting customer needs.
4.Customer-Centric Product Development
- Maintain a customer-first approach in all aspects of product development, ensuring that contact center agents and customers alike benefit from product features that streamline communication, increase productivity, and enhance customer satisfaction.
- Engage with key customers and stakeholders to gather insights and validate product direction and features.
- Create customer-facing documentation, release notes, and product training materials to ensure smooth adoption of new features.
5.Data-Driven Decision Making
- Use data and analytics to measure the success of product features and overall product performance. Monitor KPIs such as customer satisfaction, agent productivity, first contact resolution rates, and operational efficiency.
- Utilize Salesforce reporting and analytics tools to gain insights into customer interactions, identify trends, and continuously improve product offerings.
6.Agile Product Management
- Lead the agile product development process, including creating user stories, managing sprint cycles, and ensuring timely delivery of features.
- Prioritize and manage the product backlog, balancing stakeholder needs with technical constraints.
- Act as the voice of the customer within the product team, advocating for user-centric design and functional requirements.
7.Continuous Improvement & Innovation
- Continuously assess the performance of products, gather user feedback, and iterate on product features to improve the customer and agent experience.
- Stay updated with Salesforce releases and innovations and ensure that the team is leveraging new Salesforce functionalities to enhance product offerings.
Qualifications
- Bachelor's degree in Business, Computer Science, Engineering, or a related field.
- 3-5years of experience in product management, with a focus on Salesforce-based solutions, preferably within contact center environments.
- Strong understanding of Salesforce Service Cloud, Salesforce CTI, Omni-Channel, or integrations with telephony systems and other contact center technologies.
- Experience in designing and managing contact center solutions that improve agent productivity, streamline customer interactions, and enhance service delivery.
- Proven track record of delivering customer-focused products in an Agile environment.
- Strong understanding of contact center operations, including case management, call routing, multi-channel communications, and workforce optimization.
- Ability to gather and analyze customer and business requirements and translate them into actionable product features and user stories.
- Exceptional communication skills with the ability to clearly articulate product vision, strategy, and requirements to both technical and non-technical stakeholders.
- Strong leadership skills with the ability to lead cross-functional teams and drive consensus.
- Must be willing to work any shift schedule, as aligned to US-based operational requirements.
- Must be willing to work on a hybrid working setup.
